Central Surgery
Corporation Street, Rugby, Warwickshire, CV21 3SPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful service - can never get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Another occasion of spending 1.5 hours in a queue to be told no appointments when I have something urgent I need to see them about today. The website states on day appointments are always available. It’s ridiculous. Told me to call 111. They wonder why people go to an and e about non emergency matters - it’s because they can’t get an appointment.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.
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Review titled Excellent Practice
Rated 5 stars out of 5
by Annie, Bilton - Posted on 08 May 2023
Excellent service provided. Listened to the patient with kindness and care. Extremely happy with the Surgery.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
Thank you for your positive feedback. It is such as encouragement to us to read your comments which I have shared with the team at Central Surgery.
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Review titled Impossible to get appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Two days trying to reach reception to book appointment as need repeat prescription which needs to be approved by doctor. After waiting over 2h in queue for reception Just find out there are no more appointments left and been asked to call next day. Unfortunately next day again calling for over 2h just to be told at 10.30am there are no slots left and to try next day. Waste of time. Thinking to change practice.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.
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Review titled madness waiting times and rude receptionists
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
Rang at 5 pm in the evening because calling at 8.30 am, you can never get through, waited an hour and 10 minutes for my call to be answered at this time of the day is beyond a joke. The receptionist was rude and abrupt on the phone. I have tried calling multiple times at various times of the day and it's always over 20 in the queue waiting. Getting an appointment is near on impossible and so frustrating when you need to be seen by someone and get fobbed off with a phone call. How can we be assessing people's needs with a phone call??
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to access the practice via the phone system. Every available member of our reception team takes calls between 8:30 and 6:30 daily. We do not close for lunch. Our current phone system is in the process of being replaced by the NHS which will provide improved functionality such as call-back. This will prevent any patient waiting unnecessarily to get through.
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Review titled Cancelled appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
I made a for appointment a week ago to be seen on 24th April. Today I received a text cancelling this appointment which is in two weeks time. If there was a real reason for the practice to cancel my appointment why did they not reschedule it? Why did they think that I made it? I need to see a doctor for a follow up and to change my medication. This is totally unacceptable but typical of central surgery.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to book an appointment in advance. Currently these are booked/approved by the GPs. In order to meet the requirements of our contract patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice, this means patients should not be waiting in advance of that request. Where a follow up is needed, the GP will arrange this.
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Review titled Impossible receptionists
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
The receptionists and surgery manager act like gods. It has taken me weeks to get an appointment at this surgery. Although not medically trained they decide if you can or can’t have an appointment. Peoples lives get put at risk due to this. I have gone from mobile to immobile during the course of trying to get an appointment at this surgery. It’s extremely concerning and receptionists should not have the say in how important an appointment is when they have very little to no medical knowledge. You either disclose to a random receptionist what your personal health problems are or you get ignored and told to call back on a constant basis. Absolutely disgusting service and a shame I can’t get into another surgery.
Visited March 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have been unhappy to provide information to the staff to aid them in signposting you to the appropriate healthcare professional. It is not the intention of the practice to take unnecessary or personal information from any patient, but often we do need to ask for enough information to establish if the request is urgent and needs signposting away from the practice, urgent for today which would need addressing by a duty GP or simply a matter that could be handled by the various healthcare professionals at the practice. The staff are committed and well trained and handle a huge amount of requests each day. It remains essential that patients, if they need to be seen, are seen appropriately.
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Review titled No contact
Rated 2 stars out of 5
by Anonymous - Posted on 16 March 2023
Hospital decision to up my dose on tablets has still not been implemented at Central Surgery even though I have sent in a request via the NHS App.
Visited March 2023
Review titled Central Surgery
Replied on 25 September 2023
We are sorry that you have struggled to order your prescription. So that we can try to resolve this matter we would ask you to kindly contact the practice and provide some further details.
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Review titled Can’t get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2023
The system for getting an appointment is that you have to call at 8:30am “on the day “. You cannot make prior appointments in any other way. Ten years ago this consisted of waiting in a queue of about 7 people and getting through within ten minutes and an appointment with any of the several doctors who worked there was made available, usually at different times throughout the day. This has been getting more difficult throughout the years often being 30th in the queue and waiting half an hour in hold before getting through, however, an appointment was usually made available on the day. On Tuesday 7th march 2023, I called as soon as the clock struck 8:30 and was 57th in the queue, I waited for 50 minutes in the queue and an appointment was not available to me so in essence, I am without an appointment, nearly an hour wasted (which I booked off work) and essentially, will have no choice but to do it all again, with no guarantee of an appointment. To further my dismay, I went in the Central Surgery website to look at complaints procedure and was aghast to see they are actively encouraging new patients! My next step is to file a complaint and hopefully switch to another doctors as Getting an appointment seems to be a thing of the past.
Visited March 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.
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Review titled Great Experience
Rated 5 stars out of 5
by Elizabeth Hicks - Posted on 17 January 2024
I attended an appointment for a steroid injection. It’s the first time I’ve had one and the Dr put me completely at ease with her professional and friendly demeanour. I have been a patient here for many years and always had a good experience. The receptionists are also helpful and friendly.
Visited January 2023
Review titled Central Surgery
Replied on 18 January 2024
Thank you for your positive feedback. We are delighted that you had a good experience. I have shared your comments with the team at Central Surgery.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2023
Can never get same day appointment or get through on phone even at 8.30 am Staff are rude and unhelpful. Takes forever to get a response through online service.
Visited January 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.